Director of Customer Support – Strategic Leader for Exceptional Customer Experience and Team Growth at arenaflex

Introduction to arenaflex

arenaflex is a values-driven organization where professionals can thrive in their careers, surrounded by like-minded individuals who share a passion for delivering exceptional customer experiences. Our culture is built on the principles of flexibility, support, and collaboration, ensuring that every team member can grow and contribute to the company's success without the barriers of egos or politics. At arenaflex, we believe in making work a happy and fulfilling experience for everyone involved.

Job Overview

We are seeking an experienced and visionary Director of Customer Support to join our team at arenaflex. As a strategic leader, you will be responsible for defining and implementing our customer support strategy, aligning it with the company's overall goals and customer success initiatives. Your expertise will be crucial in promoting a customer-centric culture, driving team performance, and ensuring that our customer support operations meet the highest industry standards.

Key Responsibilities

• Develop and execute a comprehensive customer support strategy that aligns with arenaflex's mission and objectives.
• Set clear objectives, KPIs, and SLAs for the customer support team, ensuring that performance meets or exceeds industry benchmarks.
• Foster a customer-centric culture within the team, focusing on continuous improvement and customer satisfaction.
• Supervise the day-to-day operations of the customer support team, guaranteeing superior service levels and resolving complex customer issues.
• Identify areas for improvement and implement optimized customer support tools, processes, and workflows to enhance KPIs and team efficiency.
• Cultivate strong relationships with cross-functional teams, including Product, Engineering, Sales, Professional Services, and Customer Success, to ensure seamless collaboration and customer satisfaction.
• Advocate for customers by providing actionable feedback on product and process improvements, common support themes, and emerging trends.
• Develop and implement comprehensive documentation, self-service resources, and training programs to elevate the efficacy of individuals and teams.

Essential Qualifications and Skills

To succeed in this role, you should possess:

• 7+ years of experience in customer support, with at least 3 years in a leadership role within a SaaS or technology company.
• A proven track record of managing and scaling customer support teams and operations.
• Strong knowledge of customer support software and integrations, such as Zendesk, Intercom, Jira, and experience with CRM tools like Salesforce and Hubspot.
• Excellent interpersonal and communication skills, with the ability to form strong relationships across teams and with customers.
• Analytical skills, with experience in producing and analyzing support metrics, KPIs, reports, and other measurable data.
• Demonstrated ability to lead, coach, and develop high-performing teams in a comparable environment.
• A customer-focused mindset with a passion for delivering exceptional customer experiences.

Preferred Qualifications

While not required, the following qualifications are highly desirable:

• Experience in the multifamily residential property industry.
• Previous research experience in an Enterprise B2B SaaS context, with a focus on complex workflows and systems.
• Familiarity with technologies such as Zendesk, Jira, and Gainsight.

Career Growth and Learning Opportunities

At arenaflex, we are committed to the growth and development of our team members. As a Director of Customer Support, you can expect:

• A comprehensive onboarding program, including orientation, training, and introductions to our leadership, culture, and values.
• Opportunities for professional development, including mentorship, coaching, and training programs.
• A dynamic and supportive work environment that encourages collaboration, innovation, and creativity.
• Regular feedback and performance evaluations to help you grow and succeed in your role.

Work Environment and Company Culture

arenaflex is dedicated to building an inclusive, supportive culture that empowers each team member to succeed and grow. We offer:

• A flexible and remote-friendly work environment, with the option to work from anywhere.
• Unlimited vacation time, generous paid parental leave, and competitive pay, including stock options.
• Monthly stipends to support wellness and home office expenses.
• A diverse and equitable workplace, with a strong focus on inclusion and social responsibility.

Compensation and Benefits

arenaflex offers a comprehensive compensation and benefits package, including:

• Competitive salary and bonus structure.
• Stock options and equity participation.
• Comprehensive health, dental, and vision insurance.
• 401(k) or retirement plan matching.
• Flexible spending accounts and other benefits.

Conclusion

If you are a motivated and experienced customer support leader looking for a new challenge, we encourage you to apply for the Director of Customer Support role at arenaflex. Join our team and become part of a dynamic and supportive community that is dedicated to delivering exceptional customer experiences and making a positive impact on people's lives.

Apply now and take the first step towards a rewarding and fulfilling career at arenaflex!